I talk at length about how bad we, as a profession are at communicating with the general pubic. I have a longer, more general post about that here. But I also have a tag for "communicate better" because whenever there is a big library issue, we DO NOT GET AHEAD OF IT and that hurts us.
My most recent example (before today) is the eBook pricing issue that I have been working on fixing here in IL-- for years, but it is finally going somewhere. Click here and here for that. That second link includes my letter that was filed as part of our hearing for the House. We got through the IL House with a 99-0 vote and are awaiting the Senate to move on it.
When we communicate our needs and how our processes work clearly, people listen. Even when they are frustrated. And today I have a perfect example, except it was not US who stepped up to communicate it was the NYT.
Let me back track.
As we all know, last year, B&T imploded. Yes I know many of you were too busy scrambling to communicate what was going on to your patrons, even as it led to delays in books getting on the shelf. This was our first mistake, to not designate someone to get the word out far and wide using the same energy we use to get the word out about a program we want to succeed. This is our bread and butter. The books we collect on our shelves.
Putting that aside, even though I should not. I need to call everyone out a bot further here because every single one of us who used B&T has known for years that there were serious problems with B&T. Yes some was from when they were hacked during the pandemic, but they were doing badly before that and it never improved after. Yes it was shocking when they simply shut down and stop serving us with no warning...BUT, come on, it was not like they were fulfilling our orders in a timely fashion, and forget about seeing new books for months if you used their cataloging services.
We should have not only been ready for them to implode, but we should have also been hiring staff to help us process what books we did get and shed their shoddy service.
But I digress.
Months later, many libraries are still struggling to fill the hole. And look, I am not trying to minimize how devastating this was to libraries everywhere and of every size. BUT we have stayed silent about what it looks like on the ground. As libraries are dealing with book challenges, a call to provide more and more community services, so many other things, our inability to get the bestsellers people want on the shelves- that we stayed silent about.
This was our chance to make it clear that we are doing our best, that what it takes to get a book from ordered to on the shelf is complicated. We did not do that, and as a result, people who would have been our supporters, have been angry that they aren't getting our books. BECAUSE WE STAYED SILENT. BECAUSE WE DID NOT TEL OUR STORY FOR OURSELVES. We lost a chance to garner more goodwill.
But thankfully the book reporters at the New York Times worked with Iowa City Public Library to tell our story to a wider audience.
Here is the excellent, clear, and full of photos article they published. I have provided a gift link for you all.
And the article goes above and beyond the basics. For example, they explain in clear and easy language, how B&T was not just a place to order the books, nor was it only the place to order and have things processed, but also many libraries used their suite of services to help them get the right number of bestsellers on the shelves, whether that was predictive ordering or even standing order author plans.
When I did collection development we had the 250 standing order author plan. Those were 250 authors (we updated it each year) that I never had to even think about. Their books just came to my library. Now, libraries have to remember to order every single James Patterson, Stephen King, Nora Roberts etc...
I have heard library people tell me that some of these more nuanced things are too complicated to explain to the public. Well, this article just proved that argument wrong.
Please, please, please...I am begging all of you, as a library, prioritize communicating who we are and what we do with your community on a regular basis. Share how the sausage is made. Make it a part of your normal marketing. Again, use the same strategies you use to get people to come to your biggest program. Be clear, open, and communicative with your community and they will be hairier with our services while we will get taken advantage of a lot less often.
Thank you to the NYT for telling a story all of us needed to be shared with a wider audience.